Refund Policy

The short version

• You can get a full refund on a credit pack within 14 days of buying it, as long as none of that pack's credits have been used.
• Once any credit from a pack has been used, that pack is not refundable.
• Failed generations are refunded automatically, in credits, not money.

Refunds on credit packs

Each credit pack you buy is treated separately. A pack qualifies for a full refund when both of these are true:

1. You request the refund within 14 days of the payment date.
2. None of the credits granted by that pack have been spent.

If you have used any credit from a pack, that pack cannot be refunded, in full or in part. Buying another pack does not change this. Packs that are still unused remain refundable under the rules above.

When a pack is refunded, its credits are removed from your balance.

Failed, timed-out and rejected generations

If a generation fails, takes too long and times out, or is rejected by the model provider's content filter, the credits it used go back to your balance automatically. You do not need to ask. These are refunds in credits, not money. Like the rest of your balance, returned credits never expire.

We do not refund credits for generations that completed but did not turn out as you hoped. Try a lower resolution or a shorter clip first when testing a prompt.

How to request a refund

Open a support ticket at /settings/tickets and choose the "Refund request" type, or email support@zzo.ai from the address on your account. Include the order number or the date of the purchase. We will check the order and reply, usually within a few business days.

Where the money goes

Approved refunds are paid back to the original payment method used for the purchase. How long it takes to appear depends on your bank or card issuer.

EU and UK consumers

If you live in the EU or the UK, you normally have a right to withdraw from a purchase within 14 days. Credits are digital content that you start using when you run a generation. At checkout you agree that we begin providing the content immediately and acknowledge that your right of withdrawal ends for a pack once you use any of its credits. An unused pack can still be refunded within 14 days as described above.

Chargebacks

Please contact us before disputing a payment with your bank; most issues can be resolved faster that way. We keep a record of the refund-policy acknowledgement you give at checkout and may share it with the payment provider if a payment is disputed. Accounts with chargebacks may be suspended while the dispute is open.

Contact

support@zzo.ai